We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"With service requests, we have been able to give visibility to the business users."
"Technical support has been fine."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"It's one of the top solutions on the market for ITSM capabilities."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"There's no problem with the software."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"I rate the solution a ten out of ten for scalability."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The amount of software issues are still too big, even considering the complexity of the tool."
"I would also love to see consistency across all consoles."
"It needs to be more comfortable for the end-user."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The product needs to allow for implementation for other departments besides the IT help desk."
"Lacks some flexibility in the configuration of workflows."
"The self-service feature for end users and the knowledge base need to be improved."
"Offers very limited customizations."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"The solution’s reporting could be improved."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and Freshdesk. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
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